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US Government Jobs

Contact Representative

Quantico, VA · On-site

About The Position This is a Direct Hire Authority (DHA) solicitation utilizing the DHA for Certain Personnel of the DoD to recruit and appoint qualified candidates to positions in the competitive ...

Teleperformance

Contact Center Operations Manager

If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire ...

US Tech Solutions

Contact Center Representative

Ann Arbor, MI · On-site

$17.25 - $22.50/hr

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions ...

Oneoncology

Point of Contact

Phoenix, AZ

Why Join Us? At United Urology Group, our employees are at the heart of our mission and have ... The Point of Contact (POC) provides support for the office and physicians independently and with ...

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Contact Center Specialist (Call Center Remote-US)

Westcliff University

Remote

$75K/yr

Other

This job post has expired today. Applications are no longer accepted.

Job description

Job Title: Contact Center Specialist (Remote)

The Contact Center Specialist plays a critical role in supporting the effectiveness and compliance of the enrollment contact center. This role focuses on managing call campaigns, monitoring call quality, and collaborating closely with Admissions Management to enhance advisor performance and training. The ideal candidate has a strong understanding of admissions or sales business practices, excels at using contact center technology, and is passionate about improving both operational efficiency and the student experience.

Contact Center Operations & Workflow Support

  • Build, launch, and monitor outbound and inbound call campaigns and dialler campaigns
  • Configure and maintain automated workflows to ensure timely, efficient contact with prospective students.
  • Coordinate phone blitzes and specialized outreach campaigns in partnership with Admissions leadership.
  • In collaboration with IT department, implement new features and improvements
  • Identify opportunities to streamline systems, scripts, and workflows to improve conversion and compliance.
  • Develop and deliver call center user trainings

Quality Assurance & Performance Insights

  • Review recorded calls and transcripts for compliance, quality, and alignment with enrollment goals.
  • Identify keywords, red flags, or behavioral patterns that signal training or coaching needs.
  • Provide actionable insights to Admissions Management for follow-up and performance improvement.
  • Contribute to developing quality scorecards and call evaluation standards.

Collaboration & Training Support

  • Partner closely with Admissions Management to support advisor development, coaching, and accountability.
  • Share QA findings and trend data to inform training sessions and performance discussions.
  • Assist in onboarding new advisors by helping them understand outreach strategies, and quality standards.
  • Help ensure consistent messaging, adherence to scripts, and alignment with the institution's enrollment goals.

Workforce Coordination & Reporting

  • Support advisor scheduling, coverage, and time-off tracking to ensure adequate contact center staffing.
  • Maintain dashboards and reports on call volume, contact rates, and conversion trends. Communicate campaign performance and advisor engagement metrics to leadership.
  • Achieve/maintain service levels through workforce management

Qualifications

  • Bachelor's degree required
  • 3+ years of experience managing call center operations, overseeing technology, processes, and operations, including call campaigns, diallers, call quality, reporting, and collaborating to enhance staff and customer experience, and training.
  • Experience with Zoom Contact Center or similar system (Five9, Talkdesk, NICE, etc.) required.
  • Working knowledge of admissions business practices or sales processes strongly preferred.
  • Strong interpersonal and communication skills, with the ability to collaborate across departments.
  • Analytical mindset with experience using reports and dashboards to drive performance improvements.
  • Comfortable working remotely in a fast-paced, metrics-driven setting.

Salary Description $75,000

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